Frequently Asked Questions

My Order

Who can I contact about my order?

For the fastest response times, please email us at:

You can also contact us via phone at: 717-520-5104

*Please note that our office hours are Monday-Friday 8am-4pm*

For questions regarding gift cards, please use the following contact:


How do I return or exchange my product?

If you would like to return or exchange your item, you can do so within 30 days by returning in store at Hersheypark Supply Co, or by mailing it back to the following address:

Retail Department Returns

100 West Hersheypark Drive
Hershey, PA 17033

If you are returning or exchanging by mail, please add a note stating your order number and that you are returning or exchanging the item. Once received, we will send out your new item or refund your item.

What do I do if my item was lost in transit or never received?

You will need to submit a claim via UPS for the missing item. Once a claim is submitted, please contact us using the methods above and provide us with the claim information. We will then be able to get a new item sent out as long as stock allows.

What do I do if I recieved an incorrect item or size?

Please contact us to report this mistake. We will then supply a return label for the incorrect item and ship out your new product.

Do you offer exchanges for broken or defective items?

Yes! We will provide a return label for any broken or defective items that were damaged prior to or during shipment, and ship out a replacement. Please contact us via email to inform us of this occurrence and provide a photo of the damage.

What items are returnable?

All items are returnable within 30 days with the exception of personalized jerseys and pre-order items, unless otherwise stated.

Please note that refunds are only applicable to product charges, and that shipping charges are not refundable.

How do I update or cancel my order prior to it being shipped?

Please contact us at: for any order cancelations or changes.

Shipping & Pickup

When will my order be shipped out?

Our orders are processed within 3-5 business days and shipped out with UPS after. Please note that orders are not processed on weekends or holidays.

How much will shipping cost?

Shipping costs are determined using real time UPS rates based on weight and distance.

Do you ship internationally?

Yes, however please note that shipment times are extended for international orders- typically 1-3 weeks.

Where and how do I pick up my order?

Orders can be picked up at Hersheypark Supply Co which is located next to the front gates of Hersheypark. Admission to the park is not needed to enter the store.

Store hours can be found at:


800 Park Blvd,
Hershey, PA 17033

On days Hersheypark is operational, please utilize Hershey's Chocolate World's free 3 hour parking to pick up your order.

Products & Shopping

How can I use my Season Passholder/Employee discount online?

At this time, we are only able to offer discounts in person and in store. We thank you for your understanding.

How do I care for my product?

Please follow the care instructions located in each apparel item. Please note that we recommend hang drying and cold washing any apparel items, and hand washing any drinkware.

When will certain products be back in stock?

We have a rotating assortment of items every season, so while your favorites may or may not be back next season, there may be an even better item coming soon. We unfortunately are not able to provide exact timeline of specific item restocks.

I saw an item in store that is not online. How can I order it?

Please contact us at:

Please provide a detailed description of the item (a photo if available), a best phone number to reach you, a shipping address for your order, and a best time to call during normal business hours. Once we check our stock to ensure availability, we will complete an order over the phone with you

How do I purchase items from multiple stores but have one shipment?

Please place your orders on each page individually:


Hershey Bears

The Hotel Hershey

The Spa at the Hotel Hershey

Once all orders are placed, please email us at to inform us of your multiple orders-we will then refund all other shipping charges to ship all products together.

Where can I find the other Hershey Spa soaps?

All other soaps can be found on the following website, orders are able to be combined for shipping:

The Spa at the Hotel Hershey